Service & support

Integration with service management completes the picture. When sales staff can see the service history and service staff can see the sales history, you can be sure that your customer will receive a first-rate service - whoever answers the phone or goes out on-site.

A complete record of calls

Log all calls from multiple sources as they are received, analyse them by call-type for future analysis, allocate them to engineers by skills or availability and track each call through to conclusion. Once this stage is reached, confirm to the customer by email and close the call. All this information, historical and current, is available to you every time customers get in touch.

Solve requests in real time

With a complete history of sales and service calls available within a few clicks, your operators can resolve queries in real-time. Associated documents such as emails, Word files and PDFs can all be distributed direct from the system, increasing the likelihood of on-the-spot call resolution.

Escalate and resolve

Assign, escalate and resolve customer service requests the quickest way possible. The software enables you to quickly access the problem, route the issue to the call agent who can best solve the issue, and communicate to your customer so they stay informed of progress. Supervisors can take a top down look at all outstanding and unresolved calls, filtering them by date and urgency, and then drill into the detail to view anything that might require their expertise. Individual staff can further filter their daily activities in order to improve work efficiency and provide exceptional customer care.

Refer back to sales

Every resolved service call has the opportunity to become a sales lead. With a joined-up system, it's easy for the service team to pass these opportunities to the sales team along with all the information necessary to provide a complete service to the customer.

Further information:

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